Because
Venali Integrates fax with our IT systems it delivers powerful
productivity benefits. Many employees need frequent access
to our faxes. Rather than taking many minutes to access
this information in paper files - now they get what they
need with a few clicks right from their desktop.
Flexible Solutions that Accelerate Growth and Time to Revenue
The Company
Venali’s client is the largest direct marketer and
the fifth-largest private-passenger auto insurance company
in
the United States. In addition to auto coverage, the company’s
offerings include motorcycle insurance and emergency road
service. The company is also
the 10th largest property/casualty insurer in the U.S. with
assets over $13 billion. In the U.S. alone, this company
has more than 5 million policyholders and over 9.5 million
autos insured. Sales are close to US$7 billion and revenue
growth is far greater than other top insurers
in the nation.
This company employs more than 22,000 associates nationwide
with 12 major offices throughout the U.S., and international
operations in Asia and Europe.
The Challenge
As one of the nations’ leading auto insurers, Venali’s
client was sending and receiving thousands of fax documents
per day. From claims forms to body shop estimates, the company
was challenged to find an efficient solution to integrate
fax documents with their business operations.
A key issue the company faced was managing multiple communication
fronts, from customers and attorneys to other third parties
involved, while at the same time delivering exceptional customer
service. The company sought an efficient and quick way to
send insurance binders to waiting customers and give authorization
to body shops for repairs on the customer’s car. Receiving
sensitive in-bound documents such as police reports or signed
paperwork from customers also necessitated
a simple method to quickly collect and process documents.
The company also needed to deliver information to customers,
attorneys and other
third parties on demand.
The company had invested millions in state-of-the-art business
and IT systems to efficiently accommodate its growing customer
base and the number of documents generated
as a result. While the client’s current IT infrastructure
and call centers addressed some of these challenges, fax
was still required
for a large portion of in-bound and out-bound communications.
Venali’s client sought a fast, reliable way to send,
receive and store countless fax documents. Venali Internet
Fax Services created an effortless
and cost-effective solution that responded to the client’s
needs.
The Strategy
Venali’s IP Fax solution provided a bridge between
the world of fax communication and the client’s various
IT and business systems.
The company deployed Venali Desktop Fax Services to more
than 8,000 employees. This allowed customer service and
claims agents to send, receive, store and manage faxes
right from
their desktops. Fax documents such as signed customer claims
could now arrive directly through email to customer service
agents for immediate processing. As the faxes resided electronically
they could also be tied to customer records or insurance
cases
and stored on file for later recall.
The company also integrated Venali Production Fax services
with their internal business systems. Customer service
agents could now fax information directly from customer
records in the mainframe. Using Venali Production Fax Services,
the company also implemented a fax-on-demand system which
provided a self-service interface on the web site
for customers to request and receive their own information
by fax.
The combination of Venali Desktop and Production Fax Solutions
delivered tremendous savings both short- and long-term.
The web based fax-on-demand service which was implemented
cost
virtually pennies per request and saved the company approximately
$4 per service incident. In addition to streamlining
its workflow, the company also saved thousands of dollars
in
traditional fax server hardware, software, and on maintenance
costs. Other benefits included a reduction in call
center volume and call costs as well as a vast improvement
in overall customer response time.
Benefits
Streamlined
Customer Service and Workflow
• Faster customer claims
processing and fulfillment
at a fraction of the cost of their
current fax method
• Improved customer response time while reducing direct call center volume
• In-bound claims and other time-sensitive faxes arrive directly in email inbox
for immediate response
•Faxes can be sent and received while managed, routed, and stored digitally
•Company agents in the field can send and receive faxes from wherever email
access
is available
Cost-effective
Technology Easily Deployed
• The single global IP-based fax solution was easy to
deploy and implement for multiple locations and platforms,
across the entire company
• Easy to integrate with existing email and
legacy systems
• Provides infinite fax capacity which automatically scales based on need
• No changes to the customer’s existing IT infrastructure were required
• Removes investment and maintenance costs associated with hardware-based fax
servers
Profile
Auto/Property/Casualty Insurer
Industry: Insurance Needs: Internet Fax Desktop Solutions and Production Fax
Solutions
